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1)
"TIME-BLOCK" SUPPORT & MAINTENANCE AGREEMENT:
This Agreement
provides a time-based contract wherein the customer pays a fee in advance to
obtain pre-designated "blocks" of Support & Maintenance Services. Services
are then utilized by the Customer and expended over time, as required.
"Time-Block" Agreements guarantee priority service for the Customer, with the
added advantage of budgeting and managing cost savings through discounted
rates. Each "Time-Block" consists of twenty (20) hours of pre-paid support
& maintenance services, and each contract is specifically tailored to the
Customer's individual needs. Each block will be good for one year from receipt
of payment. Any unused time remaining at the end of the year will be used
towards year-end maintenance procedures. "Time-Block" services can be applied
towards services involving Desktop Operating System, Network Operating System,
Windows 98, NT and 2000 software support, Microsoft Office support, Printer
Setups, Training, Consulting Services, or installation of additional software,
software revisions, and upgrades.
EXAMPLE: Normal New York rates are
$175.00 per hour, which total $3,500.00 per 20 hours of regular services. A pre-paid, discounted "Time-Block"
would cost $2,500.00 for 20 hours. In essence, this brings the standard rate
for services down to $125.00 per hour, and provides
over a 28% reduction of costs,
resulting in a savings of approx. $1000.00
2) MINIMUM RESPONSE TIME:
The elapsed time
from when the initial service call is logged at PC COMMUNICATIONS Inc. until a
service technician arrives at the customer location will be no greater than
eight (8) hours (unless a later arrival is specifically requested/preferred by
the client). Standard (unscheduled) service hours are Monday thru Friday from
10:00 am to 6:00 PM EST. Service calls placed after 3:00 PM may be responded to
the following business day, but will still fall within the 8-hour minimum
response time frame. Service calls that do not conform to Standard hours will
be billed at time-and-one-half rate of normal service. Support-by-Phone
services are provided within a four (4) hour turn around period or less for
support services that do not require onsite service visits.
3) CONSUMABLES:
"Consumables" are not
included in the service prices or "Time-Block" Agreement. Supply items may be
purchased from PC COMMUNICATIONS Inc. or from any other source. "Consumables"
are any components that are absorbed into the normal, day-to-day use of the
equipment. Items such as toner, developer, paper, grease, fans, power supplies,
batteries, or other items that are replaced at a given interval by the
manufacture are defined as consumables.
4) REPLACEMENT PARTS:
Parts required for replacement will
be provided and charged at PC COMMUNICATIONS Inc. standard pricing. All Parts
purchased from PC COMMUNICATIONS Inc. will carry a manufacturers warranty. PC
COMMUNICATIONS Inc. will provide installation services for additional parts
purchased by the Customer from other sources, without warranty from PC
COMMUNICATIONS Inc. on the part. "Parts" are defined as components such as but
not restricted to the following items: CPU's, motherboards, floppy drives, hard
drives, memory, video cards, network interface cards, keyboards, mouse,
trackballs, monitors, power supply's, CD ROMS, sound cards, speakers, patch
cables, hubs, routers, modems, bridges and switches.
5) UNUSED
TIME: Any remaining time at contracts end will be put towards standard
maintenance. This maintenance is often overlooked and a major cause of
emergency repairs, ie. Scandisk, defrag, dust blow out, general cleaning.
For
information: joe@pccom.net
For sales: joe@pccom.net
For support:
joe@pccom.net
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